Abstract
This paper explains that customer service is something to which almost every retail, manufacturing and distribution company gives at least lip service. The author investigates the importance of customer service, stating that businesses take this matter very seriously. The paper relates that modern customers are more knowledgeable and demanding; therefore, organizations need to shift from being process-centered to being customer-centered.

From the Paper
"Using "Cross-Departmental Teams Memorandum To: CC: From: Date: 4 March 2005 Re: Research Report" on organizational response to increasing customer expectations of exceptional service, Abstract Customer service is extremely important in today's business world - so much so that companies need to shift to being "customer-centered". Companies are increasingly using teams to change organizational behavior. However, it is important that teams be constructed and managed in such a way that they work together for the common good. This study reviewed the way in which Sisu, manufacturer of vitamins, enhanced customer service by using cross-departmental teams."

Tags:research, customer, service

Abstract
This paper reviews Richard Fletcher's book, "The Cross and the Crescent," which presents a history of the relations between Muslims and Christians. The reviewer sees Fletcher's work as coming at an opportune times, since today the West often feels a sense of hysteria regarding anything related to Islam. The reviewer sees the "The Cross and the Crescent" as providing important information about Islamic civilization and culture, presenting the Arab world in a more comprehensive way. The reviewer also describes the Muslim view of the Christian world, and concludes by citing Fletcher's opinion that both cultures influenced each other.

From the Paper
"Fletcher's book focuses on the attitude that the Muslims had regarding to the Christians and vice-versa more than to purely historical aspects. For example, he pays not so much attention to the historical events of the crusades, but to the effect they had on the Muslim population. The book provides a valuable insight to Islam and to the relations between Islam and Christianity."

Tags:Cross, and, the, Crescent, Richard, Fletcher, Christianity, Islam, West

Abstract
The premise of this study is to argue against the absolutism of Virginia's laws that make it illegal for any type of cross burning. The paper discusses how the critical issue of racial intimidation through the Klu Klux Klan in "Virginia v. Black" provides a foundation for various leniencies by the Supreme Court to allow racial intimidation as a precursor for validating Virginia's laws, yet they correctly struck down the statute of cross burning as a blanket prohibition against the cultural milieu of Christianity in the state.

Tags:cross, burning, religion

Abstract
If the purpose of social science, at large, involves the testing of possible theories and models for social improvement, it will have to contend with what at first appear to be complicating factors in increased numbers of places and situations in which cross or inter-cultural dynamics are at work.

Tags:cross-cultural, imperative

Abstract
This paper is a critical analysis of cross-cultural politeness using the Brown and Levinson's model as a basis for defining and understanding politeness and applying it to three Asian languages: Chinese; Cantonese and Japanese.

From the Paper
"What is politeness? If I propose that politeness be used as pragmatically terminology, the preferable definition is to be found in appropriateness. It can be also said to be universal only in the sense that every society has some sort of norms for the appropriate behavior, although these norms are vary. The primary purpose of this paper is to provide a cross-cultural context by applying a well-known Brown and Levinson s model (1978 and revised in 1987), which has been applied in various settings, from casual services, encounters to EFL classrooms. However, Brown and Levinson s model (1978) has been criticized for being too geared to Western (especially American) notions of independence and, hence, for its limited applicability in Asian contexts. I have attempted in the following by first giving a general and brief account for Brown and Levinson s model (1978), and then try to apply and analyze the Brown and Levinson s model (1978) in three Asian languages: Chinese; Cantonese and Japanese. "

Tags:acts, brown, cantonese, chinese, comparison, culture, differences, face, japanese, levinson, politeness, threatening, cross-cultural

Abstract
In this article, the writer discusses cross-cultural communication and challenges that arise when people come together in a negotiation. The writer maintains that it is important to recognize the different agendas that individuals have in a negotiation and the prejudices that they bring with them to the table. The writer uses notes from video cases to analyze three different situations.

From the Paper
"This exercise demonstrated the challenges that arise when people come together in a negotiation. It is important to recognize the different agendas that individuals have in a negotiation and the prejudices that they bring with them to the table. The best negotiators are also those who are adept at dealing with egos-both at putting their own ego aside and recognizing how to appeal to the ego of others involved in the negotiations. In this way negotiation involves both sales skills and psychology. Threats although sometimes effective ..."

Tags:cross-cultural communication, negotiation

Abstract
This paper discusses the setting up of a vitamin and supplement manufacturing company, named Healthy Alternatives, Inc. The paper discusses the various aspects of the organizational structure of the company. It then describes the growth and development of the company and focuses on communication between the various teams within the organization. The paper is written in the narrative form.

Table of Contents:
Introduction
Organizational Structure
Sales and Marketing
General, Financial and Production Management
Learning Organization
My Company's Growth and Development
In-house, Inter-departmental Communication
The Cross-Departmental Teams
Superior Customer Service
Conclusion

From the Paper
"The net result of my teams is that people in the company are able to work together in a proactive manner to optimize customer satisfaction. For example, the Fulfillment Team meets monthly and continuously refines not only computer systems, but also the physical systems and processes in the building. Their goal is clear and simple: to improve the level of customer service. They succeed in this to a large degree because the various departments are not isolated from each other; all staff are aware of the big picture, and of what they can do to facilitate our continuing success. I have found that the more the different departments communicate, the more everyone realizes that they can create more opportunities for our business, and increase our opportunities to sell. Thus, we all work together to take a pro-active approach to the customer."

Tags:customer service, distribution manufacturing department

Abstract
The human resource function is one which ties the organization as a whole to the outside community, and which also helps set the tone for the establishment of an internal corporate culture. The functions performed by human resources cross departmental boundaries, and cut across all layers of the organization, as well. This research examines the many functions that the human resource organization, and the human resource manager, must perform in today's modern organization.

From the Paper
"The human resource function is involved with four basic components: external conditions, organizational conditions, human resource activities, and objectives of the organization. The external environment influences and restricts the organization's strategies and ultimately its effectiveness. The external environment is a combination of societal, cultural, political and economic factors that influence the organization and its employees.
Economic conditions directly influence all operations of any organization, including its human resource activities. A manager's decision to hire additional people, to lay off current employees, or to grant a wage increase are all decisions influenced by economic conditions. These conditions also influence employees. For example, high unemployment rates may make employees reluctant to leave their jobs and thus result in lower turnover."

Tags:personnel, management

Abstract
This paper explains that, for the retail industry, globalization, the integration of the global supply chain and improvements in transportation and logistical planning are making it easier to ship products from different facilities and warehouses to any outlet point around the world. The author points out that the Wal-Mart stores use centralized warehouses, electronic data interchange (EDI) systems and a cross-docking strategy to maintain the required inventory levels. The paper relates that Wal-Mart uses high technology (1) to plan effectively and schedule workers shifts, which permits a larger usage of part-time workers, and (2) to identify products that are preferred by the customer and offering them at prices much below departmental and specialty stores through consumer information systems.

From the Paper
"Technology and common platforms for information transfer also require greater transparencies in operation from the supplier. In turn, this allows retailers greater knowledge of the operations and the costing offering them insights into the manner in which the supplier conduct their business and in some cases forcing some changes to better suit their own retailing operations. Wal-Mart mandates that all its suppliers ship their products with radio-frequency identification (RFID) tags on them to the three Wal-Mart distribution centers in the Dallas, Texas. Kerry Pauling, director of Wal-Mart Information Systems Division, pointed out that the new RFID tags would "determine simply if we have merchandise that is in the back room of a store, or if that merchandise has been moved out to the sales floor and what the status of that is."

Tags:operations, consumer-information, human-resources, edi, rfid

Abstract
This paper discusses the reasons for the failure of teams, including a lack of trust, a lack of tolerance for healthy conflict, lack of passionate commitment and a lack of accountability. The writer explains the role of a leader in building teams and inspiring trust, and the importance of developing shared ownership and commitment to their objectives. The paper concludes that teamwork is hard work and there is no substitute for the need on the part of leaders to infuse organizations with trust, a healthy regard for conflict and absolute commitment for results.

Outline:
Introduction
Dispelling the Myth of Teamwork Always Being the Answer
Summary

From the Paper
"The hypocrisy of teamwork always being the panacea for what in many organizations are systemic process-related disconnects, for example, the customer service department that needs the help of product marketing to understand when a new product is being launched but hear about it from customers calling in from support, is a case in point. The communication process between customer service and marketing in this case is broken, and no amount of teamwork and forced collaboration will solve it. Only through healthy conflict (Lencioni, 2003) where the symptoms of this more fundamental and systemic disconnect at the process level are discovered, solved and redefined can teamwork how to exist between these two departments."

Tags:cross-departmental, collaborative